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Enterprise Support Tech Lead

Posted: 18 Mar 2021 Closes: 17 Apr 2021
Tel Aviv, Israel Competitive
Permanent & Full-time -1493467860

The Enterprise Support Tech Lead is responsible for the quality of the overall IT service delivery to the region/site/desks. The position is seen as an IT leader and a people management role, therefore strong interpersonal skills are a must. In this position the technical lead is expected to understand the business being supported in order to ensure deep contextual feedback to IT service line and IT Application development teams based in the headquarters. The ideal candidate must have strong cross-functional technical skills including but not limited to PC/Mac desktop support, networking, audio/visual and video conferencing support and project delivery. This position is part of the Enterprise Operations Organization, and as such, candidates must be passionate about technology, live for amazing customer service and have the ability to thrive in a fast paced, high-pressure environment.

Enterprise Support Tech Lead Responsibilities


  • Leads a team of technical support team resources including line management of FTE resources.

  • Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery

  • Maintain highest service quality possible for all IT operational activities

  • Effective management and prioritization of all IT escalations.

  • Establish strong relationships with IT Service owners (Logistics, AV/VC, Event Operations, Corporate Networking, Infrastructure, SalesApp support) and the business (sales, marketing, engineering, HR, finance etc.)

  • Provide data driven advice to IT service owners and leads when it comes to regional business trends and needs.

  • Identify trending issues, gaps in process or standards, and shares with cross functional teams

  • Performs service reviews with reports and XFN partners

  • Gather business insights on where IT can drive more business impact

  • Ensure IT staffing of both the field staff and service lines is matched with customer demand

  • Management of vendor/supplier relationships in the developing and maintaining of service level agreements and ongoing management of service level compliance and assist in driving the support knowledge base

  • Develop, coordinate and lead local and worldwide IT projects and initiatives.

  • Drive communication and priority within the business and global teams to ensure constancy across organization

  • Provide FDOB leadership

  • *Prepare the office for new product / service releases and stay on the forefront of emerging industry practices, ensuring compliance with IT security and general controls

  • Evaluate how your customers are using IT toolsets

  • Identify gaps and plan for appropriate training

  • Use performance reporting and user analysis to identify appropriate user training initiatives to ensure the highest levels of knowledge and adoption of technology in relation to the software and systems Facebook utilize.

Minimum Qualifications


  • Bachelor's degree in MIS, CIS or equivalent technical work experience

  • 5+ years experience in support & troubleshooting Windows & Mac OS platforms (Mac OSX 10.7+, Windows 7 or above) including mobile devices running Apple iOS & Android OS flavors

  • 5+ years of experience in supporting one or more IT infrastructure areas such as Networking, Firewalls, Active Directory, LDAP, DB fundamentals, and backup / storage

  • 5+ years experience in advanced user facing support position(s)

  • 2+ years experience leading staff

  • Manage issue resolution including prioritization on time sensitive problems and escalations with corporate

  • Experience dealing with off shore resources including 3rd party support vendors

  • Synthesize business and technical needs across location and drive solution delivery

  • Strong business acumen and working knowledge of applications/business processes

  • Dedicated, passionate and experienced in growing / scaling an IT organization, keeping pace with Facebook's explosive growth

  • Ability to work proficiently with minimal daily guidance and bring mature seasoned skills when working with production systems

  • Ability to travel within country and internationally

Locations

About the Facebook company

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities - we're just getting started.

Facebook is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or who are neurodivergent, and to candidates with sincerely held religious beliefs or requiring pregnancy related support. If you need support, please reach out to accommodations-ext@fb.com.

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